oxford county council: the road to improvement | rob hill | july 2014
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Presentation by Rob Hill about improving the website at Oxford County Council. Presented at Really Useful Day Oxford on 23 July 2014.TRANSCRIPT
![Page 1: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/1.jpg)
A never ending journey……
….the road to improvement
Rob Hill - Web Services Manager
![Page 2: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/2.jpg)
Highways fault reporting
Exor
![Page 3: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/3.jpg)
![Page 4: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/4.jpg)
Where we were - online
![Page 5: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/5.jpg)
![Page 6: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/6.jpg)
Now - online
![Page 7: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/7.jpg)
Before and now - telephone
![Page 8: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/8.jpg)
The difference?
Pre FMSAverage 318 pcm7.5% of all reports
Post FMSAverage 1232 pcm17% of all reports
45% of highway reports are digital (web and email)
![Page 9: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/9.jpg)
![Page 10: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/10.jpg)
Ideal future state
![Page 11: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/11.jpg)
The user journey
Exor
![Page 12: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/12.jpg)
The process is the journey
![Page 13: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/13.jpg)
Techniques
Activity sampling
![Page 14: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/14.jpg)
Techniques
Process mapping
![Page 15: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/15.jpg)
Techniques
Customer journey mapping
![Page 16: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/16.jpg)
Techniques
Usability testing
![Page 17: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/17.jpg)
Techniques
Usability testing
![Page 18: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/18.jpg)
Continuous improvement
LEAN
AgileSprint
SIX
SIG
MA
KANBAN
5sMinimum Viable Product
Valu
e St
ream
Map
pingBacklog
Iteration
Product owner
BurndownScrumRetrospective
Timeboxing
Waterfall
Lead timeDeming cycle
Eighty-twenty rule
Kaizen
Just
-in-ti
me
Muda
![Page 19: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/19.jpg)
Continuous improvement
![Page 20: Oxford County Council: The road to improvement | Rob Hill | July 2014](https://reader036.vdocuments.us/reader036/viewer/2022081602/554ac526b4c905b5238b46ec/html5/thumbnails/20.jpg)
Ideal future state